Issue with Trigger rules : Trigger when make the rule global

[dorian_meurin]

Hello everyone, 

I hope I made my post to the right place, if not feel free to move it.

We are trying to use Service now to hanlde our On-Call Schedule, we are using and configuring the plugin On-Call Scheduling to do so.

We would like for our incident to escalate and call us via Trigger rule when the incident is a Priority 1.

Right now it is working, but we are encountering an issue and the documentation is not clear to me. 

- We want our schedule manager to be able to create specific trigger rules if needed (like escalate to a different group for instance)

- We want the escalation to happend when an incident is created OR when an incident is updated (for instance if the group is changed)

here's the issue : 

We have a field "Run trigger" => "every time trigger field changes", in which we have 2 options : Priority and Assignment Group

We need both, but if we choose "Assignment Group", It create the trigger rule as "Global" which is a problem because : 

- Our schedule managers cannot make global trigger rules 

- Everyone can see trigger rules 

i've made an archimate diagram to explain the issue more properly.

TLDR : 

We have to choose between having trigger rule that triggers on update but that makes them global OR not having the ability to trigger when the assignment group change.

Questions : 

Why is it like that ? can't we simply have Trigger rules that triggers on update of assignment group without being global ? 

Is there a point of having a trigger rule which is NOT global ? because then you can't trigger on update of your assignment group 

scenarios : 

- A user create an incident with priority 1 => escalation

- A user create an incident with priority 4, then update it for priority 1 => escalation after update

- A user create an incident with priority 1, then assign it to another assignment group => escalation for both assignment group, one after another

- A user create an incident with priority 1, but with no assignment group. Our business rules dynamically assign a assignment group based off the product in the incident => escalation 

- Schedule manager can create trigger rules for their team / assignment group

- Users can only see the trigger rules related to their group

Thank you for you time 

[pr8172510]

Hi @dorian_meurin,

This behavior is expected based on the On-Call Scheduling design.

 when Assignment Group is included in Trigger Fields, the trigger rule becomes a Global Trigger Rule. 

"When this field is not set, or the Trigger fields field contains the Assignment group value, it becomes a global level trigger rule."

The reason is that Assignment Group changes can move an incident between groups, so ServiceNow evaluates the trigger rule at a global level rather than a specific group level.

Therefore:

 Priority change → Can be handled by group-level trigger rules.

 Incident creation with Priority 1 → Trigger fires.

 Priority updated to 1 → Trigger fires.

 Assignment Group in Trigger Fields + Group-specific rule → Not supported OOTB.

 Schedule Managers creating non-global trigger rules that react to Assignment Group changes → Not supported OOTB.

If your requirement is:

• Trigger on Assignment Group changes
• Allow Schedule Managers to manage only their group's rules
• Restrict visibility to group-specific rules

then a customization or alternative design would be required, as the OOTB behavior treats Assignment Group trigger rules as global.

[dorian_meurin]

Hello @pr8172510,
Thank you for you quick reply

I understand now that the behavior that we want is not possible OOB on snow

Would you mind explaning me how I could make it work though Customization or with an alternative design ?

 one idea that I have in mind is to have a "parent trigger rule" that trigger on everything and launch a sort of orchestrating workflow. The workflow would determine wich trigger rule to launch based off the assignment group of the incident.

Another one would be an "escalate group" field in our assignment groups, that we would use to know which group to call, but it'll would be a pain to use for our users

We could have a global trigger rule that handles everything but we have some specific use cases, where multiple group belong to the same team, so to avoid duplication of our schedule and forcing our user to manage duplicate schedule, the best thing would be to have a sort of redirection 

Ex : when there is a incident assigned to group A, escalate to Group B instead (and our users must be able to create this conditions themselves)

Does it sound like it could work ? do you see any downside or wrongdoing on my part ? 

Thank you very much

[Tanushree Maiti]

Hi @dorian_meurin 

Refer:

Servicenow Documentation: Escalations in On-Call Scheduling 

 Escalation Setup in On-call Schedule 

On-Call Conference escalation via Major Incident Workbench 

https://www.youtube.com/watch?v=U6OEvlK7PkE

https://www.youtube.com/watch?v=qH_fnLj1_nU